National Customer Service Specialist

MBA CSi is seeking a National Customer Service Specialist to provide full-time, onsite support to our critical customer, the US Postal Service. Our client requires three on-site resources to maintain, update, and support their electronic and hard-copy information that is used by their customers regarding the Security Lock policies, systems, data files, processes, and programs. This will include supporting the key and lock ordering and communications procedures for customers as well as providing Tier 2 support to the helpdesk as needed. It is critical that the resources are able to work in a team environment, are able to switch tasks quickly and effectively, are able to prioritize daily duties, and can easily multitask. Resources must have advanced skills in MS Excel, Access, and CSV files. Must have working knowledge of MS Teams. Resources will be trained to use a call logging system to record all transactions with customers.

This is a 40-hour/week, non-exempt position that is funded for a year with a second year option. If selected, you will be an MBA CSi employee working on our customer's site.
Essential Functions :

• Implement national customer communications to ensure that employees and Postal customers are informed of systems, processes, and ordering.
• Generates reports for changes in procedures, systems, and methods to improve the management process.
• Assist in the development and implementation of policies and procedures to support and maintain Security Lock functions.
• Provide technical assistance to users in adherence to policy and procedures for applications used in ordering or reports.
• Maintain and review all orders per the policies and procedures in place for ordering locks and keys.
• Update and maintain the key returns to ensure that all records are captured.
• Update and maintain the security lock files for all combination changes to confirm that the records are the most current and complete to ensure the field receives the correct product.
• Participate in field meetings and conferences regarding Security Lock processes and programs to provide input and guidance.
• Maintain and update electronic and hard-copy information that is used by Postal customers regarding the Security Lock policies, systems, data files, processes, and programs.
• Interact with other functional areas for exchange of data and information as needed for the Security Lock initiative, while maintaining security requirements.
• Responds to second-tier inquiries and supporting the call center operations, including determining customer needs, solving escalated problems, and answering questions on an as needed basis.

Education & Experience :

• Undergraduate degree is preferred.
• At least 4-6 years of experience in the field of customer satisfaction, call-center/helpdesk operations, or providing ordering support for materials or a related function that requires knowledge of specific policies and procedures.
• Advanced skills in MS Excel, Access, and CSV files. Must have working knowledge of MS Teams.
• Public sector experience a plus.

Additional Requirements:

• Ability to work M-F, 8am-5:30pm CT at USPS facility located at 500 Gary Ormsby Dr., Topeka KS.
• Possess strong communication skills, multitasking ability and proactive problem-solving approach.
• Individual should demonstrate workplace flexibility and perseverance when operating under pressure.
• Must be able to pass a pre-employment background check & drug test.
• Candidates must meet eligibility requirements as candidates will be processed for a Public Trust clearance.